Device not visible in Panda Anti-Theft, Nokia 8 (Android Pie)

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xymbol
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Joined: Sun, 05 Oct 2014, 17:35

Device not visible in Panda Anti-Theft, Nokia 8 (Android Pie)

Post by xymbol » Mon, 01 Apr 2019, 08:35

Hello PSF,

I have used Anti-Theft for many years on my mobile phones and different versions of Android, but now that I have switched to a Nokia 8 with Android Pie (9) my phone will not display in the device list on the Anti-Theft website (https://mydevices.pandasecurity.com/).

I have followed every step from the below "How to sites" and all app permissions are enabled.
viewtopic.php?f=55&t=2049&sid=3dce52a7f ... ca91b4e80b
https://www.pandasecurity.com/netherlan ... d?id=80805

Is this known behavior?

Darth Panda
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Posts: 1560
Joined: Tue, 24 Oct 2017, 12:04

Re: Device not visible in Panda Anti-Theft, Nokia 8 (Android Pie)

Post by Darth Panda » Mon, 01 Apr 2019, 10:10

Hi xymbol:

In order to solve the problem, check the email you used to activate anti-theft. It should be the same email you use to loging at https://mydevices.pandasecurity.com/

If the email is the same, follow the steps below:


Open Panda Mobile Security.
Go to Support.
There are different options according to whether or not the product is the free or paid version.
Free (Support forum/Diagnostic mode)
Paid (Submit a query/Report an issue)
If you have the paid version and you tap Report an issue, then you need to click Enable diagnostic mode by clicking Enable.
Reproduce the issue.
Go back to Support and click Finish.
Enter a case number if you have it plus a short description and click Send. In this case, the case will be sent to your local Support office.

NOTE: If you have a free version and you need to report an issue, you will need to tap Diagnostic mode and follow the wizard through.
Eventually, gmail will be open for you to manually enter the email address of your Support contact.
Technical support – Panda Security
www.pandasecurity.com

xymbol
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Posts: 9
Joined: Sun, 05 Oct 2014, 17:35

Re: Device not visible in Panda Anti-Theft, Nokia 8 (Android Pie)

Post by xymbol » Wed, 03 Apr 2019, 21:40

Thank you Darth Panda,

I am using the paid version so I have sent a report through the app.
Let's see how this will end.

Darth Panda
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Official moderator
Posts: 1560
Joined: Tue, 24 Oct 2017, 12:04

Re: Device not visible in Panda Anti-Theft, Nokia 8 (Android Pie)

Post by Darth Panda » Mon, 29 Apr 2019, 15:15

closed case
Technical support – Panda Security
www.pandasecurity.com

xymbol
Registered user
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Posts: 9
Joined: Sun, 05 Oct 2014, 17:35

Re: Device not visible in Panda Anti-Theft, Nokia 8 (Android Pie)

Post by xymbol » Mon, 29 Apr 2019, 15:34

Well case not actually closed, till date no feedback from Panda received.
I have just send a reminder using the link to the portal as received in the case e-mail.

Darth Panda
Official moderator
Official moderator
Posts: 1560
Joined: Tue, 24 Oct 2017, 12:04

Re: Device not visible in Panda Anti-Theft, Nokia 8 (Android Pie)

Post by Darth Panda » Mon, 29 Apr 2019, 15:42

If you did open a case to our national office in your country, there is no point on having it open also here, as we are less capable of requesting the required information in order to solve the issue.
Do you have an issue nunber from our technical office in your country?
if so, plese use the email provided to request support,
ir not send me your panda Customer number on a Private Message and I will see you have the case opened for you
Technical support – Panda Security
www.pandasecurity.com

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